Customer Service – QQI Level 5

Customer service happens every day whether it is in the home, in the workplace dealing with internal customers or external customers

Course Details

Excellent customer service staff provide a professional and courteous service to customers before, during and after a purchase. The perception of success for the customer is dependent on employees "who can adjust themselves to the personalities of the guests".This Customer Service course is suitable for those dealing with both internal or external customers, it can be tailored to your business and delivered over one or two days.

The five-day "Certificate in Customer Service" is QQI/FETAC Level 5 on the National Framework of Qualifications will cover all areas of customer service whether you are providing customer support on the phone or dealing with customers face to face. You are involved in customer service and want to improve their ability to deliver an excellent service to your clients with a view to increasing sale, referrals and promoting a positive brand image.

No matter how large or small your business is, good customer service needs be at the centre of your business model if you want continued success. It is vital to provide good customer service to all of your customers, including potential, new and existing customers.


 Customer Service - QQI Level 5

Watch our video on reducing customer fears

Go to the following links for some tips on providing a quality service to your customers, how to reduce customer fears or boosting customer expectations

For trainers, I would recommend this book as it is a step by step guide to delivering customer service training "Customer Service Training " (Pergamon Flexible Learning Trainer's Workshop Series) Paperback – 25 Apr 2006 by Maxine Kamin 

“This book is a complete training programme. Its practical learning activities and embedded assessment tools will help any company understand that first-rate training equals first-rate customer service.” Fred S. Anton, Chief Executive Officer, Warner Bros. Publications
For those looking to improve customer service in their business, I would recommend "The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business" Paperback – 12 Sep 2016 by Alan Pennington 
Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve your business.

Learning Objectives

Demonstrate a range of skills to carry out and understand the purpose and role that customer service has within an organisation.

At the end of this course learners will be able to:

-Understand themselves and how their interactions with others impact on the organisation and on customers by having their skills, knowledge and attitudes assessed

-Have improved self-confidence and enhanced communication skills, which will result in increased self-esteem

-Understand that by being motivated and assertive you can achieve goals that will result in growth and change in both your personal and professional life

-Understand and have the ability to deal with difficult customers in a professional and positive manner